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The Billing Process
All Xecunet bills for Internet service are issued on the 1st of the month. When you sign up for service, your first bill will be prorated. This first amount may be for an odd amount, but the following bill will be for a full month of Internet service. For Example, if you were to sign up on the 20th of the month for monthly unlimited dialup access your first bill would be $6.65 to cover the 10 days until the first of the next month, plus $19.95 for the following full month of Internet service, plus your initial $10 setup fee, for a total of $36.60. All invoices after that would be $19.95 a month.
Xecunet generates electronic and paper invoices thirty days prior to your due date and your payment is due by the 1st of the following month. Your electronic invoice will show the total amount due as well as a detail of the service periods the invoice covers. If you are late with a payment, this invoice may show multiple months. Also, please remember, your invoice is not due until the 1st of the month. You should have a full 30 days to make payment for Internet service. If you pay with a credit card you will not receive an invoice, however you will receive an electronic receipt indicating the amount charged to your card.
Once Xecunet receives your payment and it is posted to the system, you will receive an electronic receipt indicating that we have received payment. The receipt will include the amount we received and will also show the invoices and the amounts applied to the invoices. You will receive a receipt even if you elect to pay by credit card.
If we do not receive your payment by the first of the month, you will receive an automated e-mail from our accounting system that will show you the total amount due and also detail regarding the invoices and periods of service that the invoices cover. Accounts which are past due are subject to disconnection and a 10% late fee.
Possible Reasons for a late notice:
- Your credit card was declined for some reason
- Your credit card has expired
- Your check was returned for insufficient funds
- We have not received payment
Please look at your invoice closely each month. If your credit card is due to expire you will get notices to call our office. If a check is returned for insufficient funds you will be charged a $25.00 fee and may be required to provide a credit card or cash to bring your account up to date.
Tips:
- Print out a copy of your invoices and a receipt each month for your records.
- You can view your account information online at the Account Manager
- When in doubt, call us!
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FAQ:
I see multiple months of service on my electronic invoice even though I pay month to month, why?
If you are late on a payment or your credit card did not process properly you may have multiple months of service show up on your bill.
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I pay by credit card and I just received a late notice from Xecunet for the first time. What gives?
When our processing company declines credit cards, we do not receive the reason why. Most times it is due to an expired card. Our system will notify you by e-mail as part of your invoice when your card is about to expire. The notice will request that you call our office with a new card or expiration date.
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I use Xecunet for my Internet connection but I use another provider like Yahoo for my e-mail. Can I have my electronic invoices sent there?
Absolutely! Just let our accounting department know the e-mail address where you would like your bills sent and we will update our system.
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I would prefer to have a paper invoice, is that possible?
We have many business customers who prefer to have paper invoices. There is an additional fee of $1.00 that is charged to your account for each Invoice generated.
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Can I check my information online?
Your entire bill including online usage is available in the account manager section of our website: Click here to access the Account Manager.
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I tried to access my account information online but was told my password was bad. I'm positive I am using the right one. Why can't I access my account info?
For security, our Internet authentication and accounting systems are on different systems. The password you use for Internet access may be different then your accounting system password. If this is the case, please call our accounting department and they will be more than happy to reset the password for you so you can view your info online.
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ACK! I forgot to pay my bill and I was disconnected! How do I get turned back on?
You can call our office anytime to make payment arrangements or to pay a bill with a credit card or via check-by-phone (ACH). After normal business hours, you can talk to our technical support department. Our technical support staff will not be able to explain and resolve complicated billing issues. They will, however, be able to give you the total balance due, and assist you in making a payment so that you can get back online.
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What payment methods does Xecunet accept?
Xecunet accepts cash, check, money order and all major credit cards (American Express, Visa, Mastercard, and Discover). Additionally, if you would prefer, we can automatically deduct the money from your checking account every month.
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How do I cancel my service?
We hope we never have to say goodbye to our customers. Xecunet has local access numbers in over 7000 locations across the United States, so if you happen to be leaving the area there are very few places where you cannot resume using our service. Please note that Xecunet does not issue refunds for monthly service. For longer contracts your account will revert to the monthly price and we will refund the remainder. For example, if you signed up for an annual account at $189.00 for the year and after 6 months decided to cancel, you would be refunded $69.30 since you would now have used six months at the full monthly price of $19.95. If your reason for canceling is because are having a problem with our service please call or e-mail us so we can do our best to rectify the problem. We want you to be happy!
Note: In order to cancel your account, you must either submit written communication to our billing department or call them during normal business hours.
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I pay by credit card and I would rather not get an e-mail receipt. Can I have this feature disabled?
Absolutely. If you would prefer to not receive automated e-mails from our accounting system, call our billing department and they will make the change for you.
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TERMS AND DEFINITIONS
Statement Date
This is the date of your last statement generated by our system. Statements are generated by our accounting system 30 days prior to your due date for Internet service.
Customer ID
This is your unique customer ID assigned to you by Xecunet. When calling with questions about your bill, please reference this number.
Your E-Mail Address
Like a customer ID, your e-mail address is unique to you on the Xecunet system. When calling with questions about your bill, you may reference this as well.
Billing contact information:
- Telephone:
301-682-9972
1-877-XECUNET (Toll-Free)
- E-Mail:
billing@xecu.net
- Please remit payments to:
Xecunet, LLC
5744-R Industry Lane
Frederick, Maryland 21704
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